Graphical user interface and method for testing and visually representing telephony state

Abstract

In one implementation an apparatus is provided, comprising a processor and a memory, the memory storing instructions that when executed by the processor cause the processor to access a pre-designed graphical user interface (GUI) framework, load into the GUI, first party and third party call controls, load into the GUI, representations of telephony objects, load into the GUI, at least one interactive link to one or more scripting tools, load into the GUI, a interactive user control panel, load into the GUI, a digital tone detector, display the GUI on a computing appliance monitor, and display current call state for one or more call connection types.

What is claimed is: 
     
       1. An apparatus comprising:
 a processor; and 
 a memory, the memory storing instructions that, when executed by the processor, cause the processor to:
 access a pre-designed graphical user interface (GUI) framework; 
 load into the GUI, simulation of first and second endpoints, wherein the first and second endpoints are configured for voice-over-IP communication; 
 load into the GUI, representations of telephony objects; 
 load into the GUI, an interactive user control panel; 
 display the GUI on a computing appliance monitor; 
 receive, via the GUI, user actuation of a first command to initiate a simulation of a voice-over-IP call from the first endpoint to the second endpoint; 
 transmit, in response to the first command, an invitation by the first endpoint to the second endpoint; 
 display, via the GUI, in response to the transmitting, a state of the invitation with respect to both the first endpoint and the second endpoint; 
 receive, via the GUI, user actuation of a second command to accept the voice-over-IP call from the first endpoint; 
 simulate, via the GUI used to initiate the simulation of a voice-over-IP call from the first endpoint to the second endpoint, in response to receipt of the second command, acceptance of the voice-over-IP call by the second endpoint; 
 display, via the GUI, in response to the simulated acceptance, a state of the voice-over-IP call with respect to both the first endpoint and the second endpoint. 
 
 
     
     
       2. The apparatus of  claim 1  implemented in a contact center environment. 
     
     
       3. The apparatus of  claim 1  wherein the first and second endpoints are session initiation protocol (SIP) endpoints and the voice-over-IP communication is a SIP communication. 
     
     
       4. The apparatus of  claim 1  wherein the telephony objects include one or more of a switch, a router, a hub, a gateway, a server, an auto-attendant, or a communication end-point. 
     
     
       5. The apparatus of  claim 1  wherein the display of the state of the invitation is a telephony-state tree having two separate active state views. 
     
     
       6. The apparatus of  claim 5  wherein one active state view depicts a device view of active calls where calling parties are identifiable as sub-elements to directory numbers (DNs). 
     
     
       7. The apparatus of  claim 5  wherein one active state view depicts a call view of active calls where calling parties are depicted as sub-elements of calls and call threads. 
     
     
       8. The apparatus of  claim 1  wherein the telephony object representations are interactive icons. 
     
     
       9. The apparatus of  claim 1  wherein the interactive user control panel includes testing controls for manual and for automated testing of active telephony state. 
     
     
       10. The apparatus of  claim 9  wherein the interactive user control panel further includes tools for reconfiguring telephony objects. 
     
     
       11. The apparatus of  claim 10  wherein the interactive user control panel includes first party call controls. 
     
     
       12. A method comprising:
 accessing a pre-designed graphical user interface (GUI) framework; 
 loading, by a processor, into the GUI, simulation of first and second endpoints, wherein the first and second endpoints are configured for voice-over-IP communication; 
 loading, by the processor, into the GUI, representations of telephony objects; 
 loading, by the processor, into the GUI, an interactive user control panel; 
 displaying, by the processor, the GUI on a computing appliance monitor; 
 receiving, via the GUI, user actuation of a first command to initiate a simulation of a voice-over-IP call from the first endpoint to the second endpoint; 
 transmitting, in response to the first command, an invitation by the first endpoint to the second endpoint; 
 displaying, via the GUI, in response to the transmitting, a state of the invitation with respect to both the first endpoint and the second endpoint; 
 receiving, via the GUI, user actuation of a second command to accept the voice-over-IP call from the first endpoint; 
 simulating, via the GUI used to initiate the simulation of a voice-over-IP call from the first endpoint to the second endpoint, in response to receipt of the second command, acceptance of the voice-over-IP call by the second endpoint; 
 displaying, via the GUI, in response to the simulated acceptance, a state of the voice-over-IP call with respect to both the first endpoint and the second endpoint. 
 
     
     
       13. The method of  claim 12  further comprising:
 configuring one or more simulated directory numbers associated with the first and second endpoints, with an audible tone and unique name. 
 
     
     
       14. The method of  claim 13  further comprising:
 analyzing incoming telephony stream for established voice paths between the first and second endpoints. 
 
     
     
       15. The method of  claim 14  further comprising:
 receiving, by a digital tone detector, the audible tones and associated names assigned to the configured directory numbers that are currently party to voice. 
 
     
     
       16. The method of  claim 15  further comprising:
 displaying the names associated with those directory numbers in a visual manner.